Hours of conversation and dozens of perspectives, distilled.

A focused view of the strategic insights, real-world ideas, and emerging trends shaping the present – and future – of CX.

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Why this report matters:

The Summit captures the CX agenda. Most teams only catch a glimpse of it. Across the 2026 CCW UK Summit, senior CX leaders explored how AI is transforming customer operations, why empathy is becoming an essential enterprise capability, and how organisations can design around the customer journey. This report brings those conversations together, drawing out the event's boldest discussions and biggest debates to highlight what matters most in CX right now.

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Inside the report:

The Trends Defining CX

• The themes dominating CX discourse in boardrooms around Europe

Real-World CX in Action

• The experiments, approaches, and lessons from organisations putting new CX thinking into practice.
  

CX Statistics Worth Knowing

• The numbers revealing where the industry is heading – and where organisations are still falling short.
  

Soundbites to Remember

• The sharpest observations, opinions, and predictions from Summit speakers.